Service Coordination Supervisor

Service Coordination Supervisor Kinetico believes in treating its employees with respect. They play a vital role in enabling our innovation, growth and success. We strive to provide them with opportunities to grow in a motivating environment. The Service Coordination Supervisor is responsible for directly managing a small team, leading, training, and coordinating requests from Customers for product installations and service in accordance with established service levels and standard business processes and procedures. They provide training and support to team members, assist and advise with customer issues, evaluate adherence to customer service metrics, and develop processes to improve efficiency. Key areas of responsibilities include: Directly manages and leads a team of Service Coordinators while still performing daily coordination duties as needed. Ensure standard processes are adhered to. Executes all processes and procedures related to coordinating new product installation requests from customers including identifying needed fulfillment partners, communicating the customer's needs to partners, managing customer expectations through proactive outreach, and providing timely feedback to the customer. Provides direction and problem resolution solutions to team members where circumstances warrant. Handles escalation of issues and conflict with clients when warranted. Works as a main point of contact for major account management along with project launches and customer pilots. Maintains information on product installations using the appropriate tools by recording transactions from sales opportunity to sales achievement according to business processes of the organization. Develops and maintains good business relationships with fulfillment partner network and other key customers as assigned. Works with internal departments to find best practices and implement standard processes and supporting documents. Determine market needs and gaps through analytics, along with forecast of installs. Works with team members to develop a strong focus on professional customer service. Job knowledge, skills, and experience: Required: High school diploma/GED Required: 5+ years of related work experience in a customer-facing role. Preference: Associate's degree Knowledge of Kinetico products. Ability to work with and guide team members. Experience with ERP software and other web-based applications Good mental and visual attention to detail. Good verbal and written communication skills. Good interpersonal/customer relation skills. Good analytical and problem-solving skills. Good organizational skills. Ability to multi-task. Organizational context: The Service Coordination Supervisor reports to the Service Enablement Manager. Internally, this role manages a team of Service Coordinators and collaborates regularly with multiple sales, field service, and technical service teams. Externally, the role is a main point of contact for service and installation for customers and fulfillment partners. Why join Kinetico: Medical, Dental, Vision and Prescription Drug Insurance Coverage Employer Provided Life Insurance, Short-Term and Long-Term Disability Benefits 401(k) Contribution Matching Program Employer Funded Defined Contribution Plan Paid Vacation, Holidays and Community Service Volunteer Time-off Benefit Wellness Program Educational Assistance Reimbursement Program Our commitment and difference: Founded in 1970, Kinetico was started by two engineers who pioneered the development of non-electric, fully automatic water treatment systems. Evolving from the Tangent Company, a small consulting design firm, Kinetico soon became a global organization of independent dealers, international distributors representing nearly 100 countries. Through the dedication of its founders, employees and distribution network, Kinetico has experienced tremendous success. The company has grown from a two-man, creative undertaking into a strong and dynamic organization. Innovative technology and a strong commitment to customer satisfaction have distinguished the company and positioned Kinetico as a leader in today's ever-changing water treatment industry manufacturing water softeners, along with a wide range of systems that improve water quality for general use, as well as those that provide high-quality drinking water for consumption. Kinetico products are Third Party certified to confirm quality and performance and complimented by the most comprehensive warranties in the industry. Kinetico is part of the Axel Johnson Group of companies, a global organization and fifth generation company that continues to be successful in developing leading businesses. Kinetico Incorporated is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities. E-Verify: We verify the identity and employment authorization of individuals hired for employment in the United States. Kinetico Incorporated